What You'll Be Doing \| Mō te Tūranga
We’re on the lookout for an experienced Service Desk Engineer to become part of our supportive and collaborative team. In this role, you’ll play a key role in ensuring the smooth delivery of IT services by supporting end-users and aligning IT operations with business needs. You will manage incidents, service requests, and escalations while collaborating with internal teams to meet service level agreements (SLAs) and key performance indicators (KPIs).
Key responsibilities:* Handle incidents and service requests raised by end-users, ensuring tickets are accurately logged, prioritised, and resolved in a timely manner.
Meet or exceed SLAs and KPIs related to response times, resolution times, and customer satisfaction.
Maintain clear and proactive communication with users regarding the status of their requests and issues.
Contribute to and maintain a knowledge base of solutions, workarounds, and best practices.
Identify and implement improvements to service desk processes, tools, and workflows
Please note this role also includes a scheduled on-call responsibility, where service desk engineers are rostered on rotation.
About You \| Mōu
To thrive in this role, you’ll ideally bring at least 3 years of experience in a Helpdesk, Service Desk, or IT Support environment. You have a solid grasp of information systems and are confident troubleshooting desktop hardware, software, and Microsoft technologies like Windows OS and the Office Suite.
You’ll also bring:* ITIL certification and familiarity with agile/scrum methodologies, PCI compliance, and FMA standards
Strong documentation skills, with the ability to create clear and user-friendly technical guides
Excellent communication skills, both written and verbal, with a talent for translating technical concepts into plain language
A proactive, solutions-focused mindset and a positive, team-oriented attitude
The ability to build strong relationships with users and collaborate effectively across teams
Solid organisational skills, with the ability to manage multiple tasks and priorities efficiently
What We Offer \| Ngā āhuatanga kei a mātou* Competitive salary and benefits package
Opportunities for professional development
Free AA Membership for you and your whānau*
NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver*
A day off for your birthday
Discounted insurance
Working with the AA \| Me mahi tahi tatou ki AA
For over 120 years we've been helping Kiwis on their adventures! Today, we're one of New Zealand's most respected and trusted brands.
From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.1 million Members.
Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.
Come join us and take your career on its next adventure!
Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.
We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don't meet all the requirements, please still get in touch. We'd love to korero to see if you might be a great fit for the role.